Experience

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  Lux Research

  • United States
  • Research Services
  • 100 - 200 Employee

  • Director of Client Experience

    • Nov 2022 - Present

    As the Director of Client Experience, my responsibility is to ensure the overall satisfaction of our clients by managing and directing the client experience team. My goal is to ensure that clients receive an exceptional experience that exceeds their expectations, starting from the initial point of contact through to post-purchase support. I develop and implement strategies to enhance the overall client experience and work closely with other departments, such as sales, marketing, and customer support, to ensure consistency across all touchpoints.I lead, manage, and develop a team of client experience professionals to ensure they have the skills and knowledge necessary to provide exceptional service to clients. I analyze client feedback and data from various channels, such as surveys and social media, to identify areas for improvement and make informed decisions about how to enhance the client experience. Additionally, I monitor and report on client satisfaction by tracking key performance indicators such as client retention, NPS scores, and customer satisfaction ratings.Ultimately, my role as the Director of Client Experience is critical in ensuring that our clients are satisfied with our products or services and that they receive the support they need throughout their journey with us.

  • Director of Product Operations

    • Apr 2021 - Nov 2022

    As the Director of Product Operations, I am responsible for overseeing reporting, infrastructure, technology, data, and analytics related to the development and implementation of product strategies. I work closely with cross-functional teams, including Research, Consulting, Product Engineering, Marketing, and Sales, to identify new opportunities, analyze customer feedback and market trends, and make recommendations for improvements to existing processes. I manage relationships with external partners, vendors, and suppliers, to ensure the needs of the Research and Consulting organizations are being met.

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  Ricoh USA, Inc.

  • Remote Worker (from Ottawa, Ontario, Canada)

  • Director of Product Marketing & Marketing Technology

    • Jul 2019 - Apr 2021
    • Remote Worker (from Ottawa, Ontario, Canada)

    Managing and optimizing programmatic go-to-market planning and execution aligned to corporate objectives. Delivering demand creation programs that drive business results, while making the program creation process more efficient and generating insights that can be used to sustain program momentum.Managing the Marketing Technology Stack including selection, implementation, integration, maintenance and adoption. Providing marketing leaders with operational insight and guidance on how best to utilize technology to address their objectives and priorities and improve business impact. Responsible for establishing a marketing technology roadmap that ensures alignment of technology enhancement and acquisition with the alignment of business objectives and operational budgets.

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  SiriusDecisions

  • Remote Worker (from Ottawa, Ontario, Canada)

  • Director of Consulting Operations

    • Apr 2013 - Jun 2019
    • Remote Worker (from Ottawa, Ontario, Canada)

    Aligning measurement efforts to business objectives and effectively communicating insights across various levels of an organization. Planning and managing daily operational and project activities of the SiriusDecisions Consulting Team. Formulating processes and analyzing areas requiring improvement to maximize efficiency and improve profitability.

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  JDA Software

  • Remote Worker (from Ottawa, Ontario, Canada)

  • Director of Marketing Operations and Product Marketing

    • Mar 2007 - Mar 2013
    • Remote Worker (from Ottawa, Ontario, Canada)

    Led efforts that supported $10 million business line for $700 million organization, included: measuring marketing performance, strategic planning, budgeting and forecasting, process development, professional development, data management, and marketing systems. Developed positioning, messaging and content for campaigns and events. Conducted global quarterly business reviews.

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  Axis Data Systems

  • Bradford, Ontario, Canada

  • Owner & Creator

    • Nov 2004 - Mar 2007
    • Bradford, Ontario, Canada

    Created and managed revolutionary load-matching software -- Axis, for the Transportation industry. Led Sales & Marketing initiatives related to launch activities and subscription sales with a staff of 12 to generate $2 million in revenue annually. Continually, evaluated, analyzed and measured the effectiveness of pricing efforts that netted $250,000 in savings.

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  Carrier Connection International

  • New Tecumseth, Ontario, Canada

  • Director of Sales & Marketing

    • Sep 1998 - Aug 2003
    • New Tecumseth, Ontario, Canada

    Proven track record of consistently winning high levels of business within the highly competitive transportation industry. Able to quickly establish credibility with senior decision makers in a wide range of business contexts and fostering relationships with clients that consistently grew revenues by 5% to 10% annually. Managed Sales & Marketing efforts of 3 regional offices in Tottenham, ON, Toronto, ON and Winnipeg, MB and grew annual revenues from $8 Million to $12 Million.

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  Canadian Tire Corporation

  • Toronto, Canada Area

  • Category Manager & Advertising Analyst

    • Oct 1994 - Sep 1998
    • Toronto, Canada Area

    Developed product strategy through analysis and implementing tactical marketing, merchandising andpromotion of products for $20 million strategic business unit. Successfully evaluated long-term salestrends, margins, market conditions, consumer and competitor activity. Successfully introduced “store-within-a-store” concept for Home Entertainment products. Developed and managed $300 million annual advertising plan for Home Products division.